Technician (Blue Collar) - Operational Professional 2

Role Summary

Job Responsibilities

Product Demos

Demonstrate the most basic features/attributes of the product/service, periodically linking the benefits to the customer's key challenges.

Product/Service Information

Provide advanced product/service information.

Equipment Installation

Carry out standard installation activities under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions.

Equipment Maintenance and Repair

Carry out standard maintenance and repair activities under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions.

Resolving Customer Issues

Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.

Operational Compliance

Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Customer Relationship Management / Account Management

Make calls (by telephone or in person) to allocated existing customers to maintain relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Needs Clarification

Interview the customer, following a multilevel sales script, to clarify the customer's requirements.

Work Scheduling and Allocation

Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Health, Safety, and Environment

Follow a range of mandatory procedures and methods of work (including use of personal protection equipment where relevant) to safeguard the environment and the well-being of self and others.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Competency Based Interview Questions1

Ensures Accountability - Contributing independently

Recall a time you made a mistake while working with others and had to make it right.

• Actions - How did you approach it?
• Thinking - Why did you approach it that way?
• Outcome - What was the result?
• Learnings - What did you take away from this?
• Application - When did you use what you learned in a different situation?

Ensures Accountability - Contributing independently

Describe a time you had to set stretch goals and articulate how success would be measured.

• Actions - How did you approach it?
• Thinking - Why did you approach it that way?
• Outcome - What was the result?
• Learnings - What did you take away from this?
• Application - When did you use what you learned in a different situation?

Ensures Accountability - Contributing independently

Tell me about a time you had to manage new responsibilities when there was a significant shift in goals midway through a project.

• Actions - How did you approach it?
• Thinking - Why did you approach it that way?
• Outcome - What was the result?
• Learnings - What did you take away from this?
• Application - When did you use what you learned in a different situation?

Ensures Accountability - Contributing independently

Describe a time you tried to improve the effectiveness of a team.

• Actions - How did you approach it?
• Thinking - Why did you approach it that way?
• Outcome - What was the result?
• Learnings - What did you take away from this?
• Application - When did you use what you learned in a different situation?

Ensures Accountability - Contributing independently

Describe a time when a member of your team made a mistake.

• Actions - How did you approach it?
• Thinking - Why did you approach it that way?
• Outcome - What was the result?
• Learnings - What did you take away from this?
• Application - When did you use what you learned in a different situation?